Order forgotten??

apcooper — Mon, 12 Dec 2022 17:10:17 GMT

I signed up on 3rd November, it said "at least 10 working days" to switch my existing BT FTP connection to Plusnet, and let me choose 21st November, and then I've heard nothing for more than a month. What's going on?

Re: Order forgotten??

Townman — Mon, 12 Dec 2022 18:11:13 GMT

@apcooper

A warm welcome to the forums. This piece of standard help might assist you.

Delayed orders

There are a multitude of reasons why order processing might be reported as delayed and usually it is nothing to be too concerned about, but there are exceptions. The following are some of the common causes of orders being delayed...

The user told their existing supplier that they are moving and the consequential action by their existing supplier will prevent any new ISP placing orders to take over the service - this needs affirmative action with the existing supplier
The existing circuit to the property cannot be identified in BT Openreach's systems due to errors in their data - this can give rise to the need for special processes (ORDI and Bridge cases) with BTOR to correct THEIR data
Something was not quite right with the order raised by Plusnet - these are usually sorted quickly
BT Openreach do not have engineering resources available in the usual timeframe

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.

If that date was a PROMISED date, other things might be applicable!

Re: Order forgotten??

TheMightyAJ — Thu, 15 Dec 2022 11:40:05 GMT

Hey @apcooper,

I'm very sorry for the delay in getting back to you about the starting date. I've had a look over the account this morning and I can see that we've sent an email about this on Wednesday. This can also be viewed online via the Plusnet Member Centre, via this link.

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Order forgotten??

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Re: Order forgotten??